Coming October 25: PeerSpot Awards will be announced! Learn more

Badges

User Activity

Over 1 year ago
Good to know. In my opinion, the Central Station of IT only tends to grow. Always recommend. Congratulations.
Over 1 year ago
I consider only four main points: 1. Continuous training of staff on software and processes;2. Don't forget about Knowledge Management;3. Investing in automations; and4. Have a good team responsible for the solution. I think that with this, the software will be what…
Over 1 year ago
I think it is the ability of my support team to maintain, update, customize, integrate and generate reports in the database that the software uses. Most of the products on the market already have a good UI, are scalable and provide modules for reports and dashboards…
Over 1 year ago
I think the best solution is one where my team is comfortable facing the challenges of support, integrations, customizations, reporting and updates. There are several solutions that help a lot our digital transformation actions, but having a team always available for…
Over 1 year ago
Contributed a review of Automic Workload Automation: Good integration, responsive support, and a short learning curve
Over 1 year ago
The amount of plugins and action packs available and for various products and technologies, really offers this flexibility.
Almost 3 years ago
Almost 3 years ago
Most solutions operate the same way, have API's, REST, Dashboards, LDAP Integrated Authentication, Remediation, among others. However, few have natively integrated with IT Service Management and CMDB solutions. Automatic Ticket Registration and CMDB update I find extremely…
About 4 years ago
The CA Service Desk Manager can natively integrate with CA Service Catalog and CA Unifed Self-Service. However, it is necessary to improve the users experience through a single ticket number, associating the offers with the request and incident areas, creating a Shared…
Over 4 years ago
The Advanced Availability feature was a significant gain to the solution. Using this feature with a Load Balancer is valuable when it comes to scalability. However, there is still no use of F5 in conjunction with Web Directors.
Over 4 years ago
The Advanced Availability feature was a significant gain to the solution. Using this feature with a Load Balancer is valuable when it comes to scalability. However, there is still no use of F5 in conjunction with Web Directors.
Over 4 years ago
Improved user experience can be gained by using CA Unified Self Service and CA Service Catalog. However, for a real integration with SDM, it will be necessary to make customizations where the number of the Ticket registered by the users has equivalence in the SDM. This…
Over 4 years ago
I could hazard that the difficulties faced are related to the Security Policy configured in the SDM together with some definitions of the Processes. You can adjust the Access Types and Roles for optimal management results, always keeping in mind about usability, where a…
Over 4 years ago
The use of KPIs when it comes to Ticket Management and the use of Knowledge Base brings several benefits in decision making. Customizations, if well documented and managed, may not have as much impact if built with SDM features such as the Web Screen Painter. In most cases…
About 5 years ago
About 5 years ago
CA Service Desk Manager enables you to achieve high levels of IT Service Management maturity. Ease of use coupled with the many features that make it easier for support teams to work are important points, as well as a development interface that enables customizations that…
About 5 years ago
I consider the best monitoring solution. The ease of integration with Service Desk is one of the most positive points. Highly recommend.
Over 5 years ago
Contributed a review of Clarity SM: Integrates easily with CA Service Desk Manager.
Over 5 years ago
In a CA Service Desk Manager deployment project, the construction of the Service Catalog, including the Incident, Requisition and Problem Area, will be more likely to be endorsed and successful by end users if the technical support team is involved in the construction…
Over 5 years ago
It has to be part of the project deadlines, the time and effort that will be spent on the current SLA changes, including involving the legal department and the area of your governance. Sometimes is not counted.
Over 5 years ago
It is prudent in the deployment or migration to CA Service Management, the involvement of the Marketing and Communication area to inform about the new ticket registration environment for users, end users and analysts.
Over 5 years ago
It is of extreme importance in the implementation of CA Service Management, precisely in the construction of the Service Catalog, the involvement of the Board of Directors and in IT Governance in the analysis of the Services of the Company's Business Areas.

Projects

Over 6 years ago
Integration with other solutions ITSM
Integration project in various ITSM solutions with CA Service Desk Manager to the client not stop using their current software. Tickets and their histories activities are automatically updated in CA Service Desk Manager using the Web Service.
Over 6 years ago
Customization and Migration CA Service Desk Manager
CA Service Desk Manager migration from version 12.5 to version 14.1. For each version migration (12.5 to 12.6 to 12.7 to 14.1), improvements have been implemented in existing and new customizations were also created. The Service Provider has more than 300 clients, private…
Over 5 years ago
Migration - CA USD 11.2 to CA SDM 14.x
Migration from CA Unicenter Service Desk 11.2 to CA Service Desk Manager 14.x, deploying the new capabilities of all products that are part of the CA Service Management package and enhancing ITIL processes.
About 5 years ago
Migration - CA SDM 14.x to CA SDM 17.x
Migration from CA Service Desk Manager 14.x to CA Service Desk Manager 17.x, updating all products that are part of the CA Service Management package and enhancing ITIL processes, including actions to raise the team's maturity level to use xFlow.
About 4 years ago
Integration with Catalog and Unified Self-Service
Perform CA Service Desk Manager integration with CA Service Catalog so that End Users track their demands through a single Ticket Number. This monitoring is done through the User Portal with the CA Unified Self-Service.
Almost 3 years ago
CA Automic Service Orchestration Deployment
Solution deployment that enables on-demand access to sharing configurable computing resources such as networks, servers, storage, applications and services, which can be quickly provisioned and made available with minimal management effort or IT interaction. client. The…
Over 1 year ago
ChatBot deployment and new end user interface
The project's final objective was to upgrade CA Service Desk Manager from version 17.1 to version 17.3 to allow the use of xFlow and Service Point features, including Virtual Analyst (Chatbot). Among several activities, we also have the use of Mobile access and the…

Reviews

Answers

Comments

Over 4 years ago
Help Desk Software
About 5 years ago
Network Management Applications
Over 5 years ago
Help Desk Software
Over 5 years ago
Help Desk Software
Over 5 years ago
Help Desk Software
Over 5 years ago
Help Desk Software

About me

Database Administrator with a focus on IT Service Management solutions (Service Desk), being duly able to perform deployments, configurations, integrations and customizations. In addition to knowledge in products such as Microsoft System Center Service Manager, LANDesk Service Desk, Help Desk and OTRS Octopus, has greater experience of CA Technologies products, such as:

- CA Service Desk Manager
- CA Business Intelligence
- CA Process Automation
- CA Automic Automation
- CA Client Automation
- CA Configuration Automation
- CA xFlow and Service Point
- CA Embedded Entitlements Manager
- CA Service Catalog
- CA Cloud Service Management
- CA Spectrum IM
- CA Unified Infrastructure Management (UIM)

Today collaborates as support analyst at a IT Services Provider company, Instructor in permanent extensive course of Microsoft SQL Server in a higher education institution, Trainer and Consultant at HDSD, company that has as main activities consulting and targeted training the Database solutions and ITSM, online and in person, in which figure as owner.